Shopee
Linkedin · Posted 1mo ago
Customer Experience Associate - Operations (Mandarin Speaker)
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Indexed description
Job Description
- Serve as the main point of contact for escalated seller concerns, ensuring timely, accurate, and policy-compliant resolutions.
- Investigate escalation cases, analyze trends, and identify root causes to address recurring or systemic issues.
- Partner with cross-functional teams to recommend and implement process improvements and refine SOPs.
- Maintain a professional, empathetic, and solution-oriented approach when handling sensitive or complex situations.
- Ensure proper documentation, adherence to escalation protocols, and timely handoff of unresolved or critical cases.
- Participate in calibrations, share best practices, and collaborate with teams to enhance quality and operational efficiency.
- Proficient in Mandarin (verbal and written) to liaise with local mandarin-speaking sellers and other stakeholders
- Experience in Business Development, Sales, or Management is preferred
- Candidates with 0 to 8 years of experience welcomed to apply
- Logical thinker with strong problem solving skills
- Able to thrive in a dynamic and collaborative work environment to drive key business objectives
- Able to deliver quality work while meeting deadlines
- Excellent communication skills
- Proficient in Microsoft Excel
- Must be flexible to conduct seller visits in different locations
- Experience in the e-commerce industry is a plus
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